Conversation Volume & Intent Mix
This lesson is part of the course
In this lesson
You size Quill Assist's September workload: each intent's share of all conversations, the change against August, conversations per 1,000 accounts and the biggest intent.
Buy the course once for $9.99 to unlock every lesson and lab, the final exam and the certificate – lifetime access, no subscription.
Lessons in this course
- Conversation Volume & Intent Mix Locked
- Containment Rate: Conversations Without a Human Locked
- Escalation Rate & Escalation Reasons Locked
- Deflection vs True Resolution: the 7-Day Re-Contact Test Locked
- Bot CSAT: Thumbs-Up Rate by Intent Locked
- Cost per Resolution: Bot vs Human Agents Locked
- Handoff Quality: Time to Agent & Repeated Questions Locked
- Intent-Level ROI & Roadmap Prioritisation Locked